FAQs

 

Customer Service


How can I contact you?

We're really easy to reach and typically respond a soon as we can. Click the "Message Us" button in the bottom right corner of our website to directly send us a message over Facebook Messenger. Alternatively, you can also message us with order questions via email at support@kyotothreadlab.com  For all other inquiries, please email info@kyotothreadlab.com

 

What is your shirt material like?

All of our shirts are unisex sized and hand printed in the EU using new Direct To Garment (DTG) technology on extremely high quality 99% premium cotton and 1% poly-blend material. We use this fabric because it has an extremely soft feel, allows the shirts to form perfectly to different body sizes and only shrinks ever so slightly after a first wash and dry.

 

How should I wash and dry my shirt?

As with all item please check the care label first!  but we recommend washing the garment inside-out in a standard washer of your preferred setting. We also recommend hang drying for best results, however, the use of a regular dryer is just fine. Shrinking in our shirts is extremely minimal and our designs will not fade due to the quality of our prints. 

 

Where can I find sizing information?

All of our sizing our measurements are in inches and apply to all of our t-shirts. "Chest" is the width across the shirt, where "height" is the vertical length of the shirt from top to bottom. To view our exact t-shirt specifications, check out our "Size Chart" page. Additionally, brief sizing information is located on every product listed on our site. 

 

 

Online Orders

I have placed an order. Where’s my tracking code?

This is normal - don't worry! Every order placed on our store is custom made in-house. A tracking code will not be sent right away. Please allow 3 to 5 days for us to complete your order. Once your item(s) have been made, a tracking code will automatically be sent to you via Facebook Messenger (if applicable) and email. If you have any questions, please email support@kyotothreadlab.com and we will get back to you as soon as we can!

 

I’ve made a mistake with my shipping details; Can I fix this?

Get in touch with us as soon as possible (preferably within 24 hours of ordering)! We try to ship every order out as soon as we can. If we have not yet shipped out your order, we can easily change the address for you. Contact us via Facebook Messenger or email us at support@kyotothreadlab.com

 

I’ve made a mistake with my size details; Can I fix this?

Get in touch with us as soon as possible (preferably within 24 hours of ordering)! We try to ship every order out as soon as we can. If we have not yet shipped out your order, we can easily change the size for you. Contact us via Facebook Messenger or email us at support@kyotothreadlab.com

 

Can I cancel my order?

Get in touch with us as soon as possible (preferably within 24 hours of ordering)! We try to ship every order out as soon as we can. If we have not yet made or shipped out your order, we can easily cancel the order for you. Contact us via Facebook Messenger or email us at support@kyotothreadlab.com

 

  

Returns, Refunds, and Exchanges

How do I return or exchange an item?

If you need an exchange or return, please contact support@kyotothreadlab.com first to confirm the appropriate action to take.

Our policy lasts 30 days. If 30 days have gone by since the original purchase date, unfortunately, we cannot offer you a return or exchange. Exchanges for a new size can be made once upon request. Returns or refunds can only be issued if you received wrong or damaged items. 

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. Please contact us support@kyotothreadlab.com for instruction on how to begin your refund or exchange. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

All orders of sale items are final.

 

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at, support@kyotothread.com. We will immediately issue you a refund within 1 to 2 business days. 

 

My shirt doesn’t fit correctly. Can I get an exchange?

No problem! If you need a new size, message us on Facebook or contact us at support@kyotothreadlab.com Our policy lasts 30 days. If 30 days have gone by since the original purchase date, unfortunately, we cannot offer you an exchange. Exchanges for a new size can be made once upon request.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. Please contact us (email: support@kyotothreadlab.com ) for instructions on how to begin your exchange.

I have never received my order, what’s going on?

If you see a "delivery exception" on your tracking code or if you think your order has not arrived, don't stress! Your local post office may be behind on shipments. Allow 1 to 3 days to pass beyond the expected delivery date.

If your order still has not shown up at your door, contact your local post office. They should be able to trace your order. If neither of those options work, contact us via Facebook messenger or email support@kyotothreadlab.com  and we will find out what happened and correct the situation for you.

 

The garment that I received is faulty

We're so sorry to hear that! Send us pictures to verify the problem and notify us as soon as possible at support@kyotothreadlab.com We will send you a new shirt(s) with expedited shipping (at no cost to you)!

 

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